License reset required

Question

Dear team, 
 
 I just a chat with Elisa from your Support team. 
 I have a question about my Trados SDL 2021 SR2 Version

My computer that my purchased version was on unfortunately failed. I had to get it fixed, but my version of Trados or any installed software was not recoverable.

At the moment I am setting up the computer again. I went into my account and downloaded the installer for Trados 2021, installed it but now I am asked for the activation code.

I can see on (I think) in my setup but it is not working when I paste it in. Can you clarify this for me? 
 
 She told me that I need to ask for a license reset in this place, so could I kindly ask you to look into this for me? 
 
 Thank you 
 
 Anne

Sorin Perta · Answer

Hello Anne Klatt 
 Please try to reset the license from your RWS account as described in this article: https://gateway.sdl.com/apex/communityknowledge?articleName=000001616 
 Then try to activate it. If it doesn`t work I`ll log a support case to have your license reset. 
 Thank you, Sorin

Elisa Maxim · Answer

Anne Klatt We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00820096 .

Elisa Maxim| RWS Group

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Trados Portfolio > 2. Licensing and Installation

License reset required